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Richmond, Virginia, United States of America
JOB #R2103966

Senior ServiceNow Tester / Business Analyst (Remote)

*We are open to supporting 100% remote work anywhere within the US.*

ICF is seeking a talented customer service-oriented Business Analyst to provide front line support on the Tailored Platform Support Services (TPSS) team for the Federal Communications Commissions (FCC). You will be working with a scrum team on a large-scale modernization effort.

You will interact with Product Owners, subject matter experts (SMEs), and end users to understand their needs and business processes. You will lead backlog grooming sessions with the customers to then translate those findings effectively into User Stories and Acceptance Criteria for the delivery team. You will also be responsible for ensuring that product documentation is kept up to date, including business process diagrams, user manuals, and other training documentation as needed.

What you’ll be doing:

Manage and support daily work requests for one or more project teams by:

  • Engaging with end-users to understand business needs to develop and document requirements.

  • Communicating with multiple teams to ensure requirements are clear and well understood from a functional and technical perspective.

  • Managing product backlog in Requirements Management Tool (JIRA / Confluence);

  • Communicating with clients and the team about the status of work.

  • Performing QA and working directly with the developers to implement bug fixes and change requests.

  • Conducting demos or training necessary for the successful execution of the project

What you must have:

  • US Citizenship required; Employment must be compliant with eligibility for Public Trust due to Government Contract

  • 1+ years’ experience working on web and/or software development teams

  • 1+ years’ experience conducting and leading interviews to gather and validate requirements

  • 1+ years’ experience in:

    • Documenting requirements and specifications for web and/or software development teams

    • Developing end user training guides and materials

    • Performing data analysis to identify patterns and trends to define requirements

    • Scoping work efforts into actionable pieces for delivery

    • Working across multiple projects and products

What we’d like you to have:

  • Agile Scrum methods

  • Experience maintaining Product Backlog in Jira, prioritizing User Stories for Sprints

  • Breaking down tasks into Epics, Stories & Tasks

  • Excellent oral and written communication skills, especially in a client interaction context and in facilitating large team meetings to drive delivery

  • Excellent analytical and problem-solving skills

  • Ability to work independently and within one or more teams with excellent time management, organizational, and reporting skills

  • Bachelor’s Degree

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

N Carolina Remote Office (NC99)

Business Systems

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.